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Category: Framework CRM Application
Market/Target: Mid- to large outsourced call centers in North America

Spherion Outsourcing Group uses Onyx CRM functionality as part of its multi-application outsourcing service called CM360. CM360 combines five specialized applications to help Spherion clients gain additional revenue through their outsourced call center channel with proactive marketing campaigns and customized up-sell and cross-sell strategies.

Spherion Outsourcing Group is a division of Spherion Corp. and a leading provider of outsourcing services that include staff recruitment, contact center management and technology services. With its CM360 service, Spherion has gathered together five proven technologies to enhance the agent desktop and provide more comprehensive contact center capabilities for its clients. From their desktop, Spherion contact center personnel use CM360 for one-click access to consolidated customer information, multi-media contact center functionality for intelligently routing customer interactions, agent and team performance metrics, marketing campaign management, data mining analytics, and quality assurance monitoring.

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